Team Lead – BPO ( Inbound Voice Process)

Team Lead – BPO ( Inbound Voice Process)

Minimum 5 years of experience in any BPO Inbound Voice with 2 years in Team handling (Mandatory)

Location: Infopark, Kakkanad, Kochi

Shift: Night Shift (Monday–Friday)

Salary: Up to ₹ 7.5 LPA

Education: Bachelor's Degree Mandatory

Responsibilities

• Monitor daily call performance, quality, and productivity of the team
  
• Ensure SLA, KPI, and client targets are consistently achieved
  
• Conduct regular coaching sessions, call audits, and performance reviews
  
• Handle customer escalations and critical cases effectively
  
• Monitor and control shrinkage and attrition levels
  
• Prepare daily and weekly team performance reports
  
• Maintain high customer satisfaction and service quality standards
  

Requirements

1. Minimum 5 years of experience in any BPO Inbound Voice
   
   
2. Minimum 2 years of proven experience managing a customer service team
   
   
3. Inbound call or chat experience is mandatory
   
   
4. Strong knowledge of shrinkage and attrition management
   
   
5. Excellent leadership, communication, and problem-solving skills
   
   

Benefits

• Cab Service Provided – Safe and convenient transportation for employees.
  
• Fixed Weekends Off – Enjoy Saturday & Sunday off for better work–life balance.
  
• Positive Work Culture – Supportive and employee-friendly workplace.
  
• Annual Salary Hike – Performance-based salary increments every year.
  
• Performance Bonus – Additional incentives based on company and individual performance.
  
• Job Security – Stable and long-term career opportunity.